Date Received: 2022-04-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/XXXX, I was locked out of my mobile banking access, I tried logging in to the actual website and my access has been locked. I got a message to call USAA and speak to a representative. I was out on hold for 3 hours and no one from USAA answered my call. I was disconnected after 3 hrs and 40 minutes wait. I tried using my ATM card to pay for gas and my card got decline. I have over XXXX balance on my checking so there should be no reason for my card to get decline. XX/XX/XXXX at XXXX XXXX, I called the debit card 24/7 customer number, the automated system could not verify me and was transfer again and was put on another 3hr wait time. No one answered. XX/XX/XXXX at XXXX XXXX I called USAA again to asked why I cant access my funds, I was transfer again for another 3hr wait time. I cant purchase any gas for my vehicle and I cant but food and diaper for my children. I have a total of XXXX in my account and I cant access them. I dont know what to do since I dont own a credit card. All my utilities are due this week and all of them are tied into my debit card which XXXX cant access. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23832
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: USAA claims that I had a payment hit on XX/XX/16, but it declined. I see they charged me a fee if {$29.00} the next day which ironically is the same day a deposit was made. A week later they claim there was a retry and thus I got another fee. This is such garbage. The day the fee hit I had a deposit big enough to cover it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90606
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: USAA Banking locked my access to my accounts with instructions to call them to unlock. When attempting to call their wait times are XXXX long. I have been attempting to contact at different times for the past XXXX days with no resolution of the issue. There is no other avenue to fix the issue to access my money. No actions have been taken by the company to resolve the issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 61820
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I had gotten an alert from XXXX XXXX monitoring that new inquiry was made by USAA on the XXXX of XXXX I tried calling multiple times to close or report it as fraud, so it doesn't get approved since I didn't know anything about the USAA CC. I was transferred a dozen times each time I called or was put on hold for hours without any response. I requested a XXXX and after an hour was told it was approved to talk to a XXXX, but then was cut off during the transfer. I had XXXX more credit alerts this week XXXX the address was changed to XXXX XXXX XXXX XXXX in Tx and there was a {$14.00} charge and I lost XXXX points on my credit. I tried calling USAA, but no help I called XXXX and they looked into it. There was an CC issues at the end of the year 2000. I never activated it so almost 20 years later they did a credit inquiry and charged me {$14.00} for nonuse of a credit card I never used 20 years ago. For some reason USAA changed the XXXX address to the shady XXXX XXXX in Tx and that is their credit card department address is what i was told. After XXXX hours of being on hold today I still have gotten nowhere with them. I need the card any anything associated with USAA cancelled and refunded.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 628XX
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On XX/XX/XXXX I received a letter with a debit card attached with my name on it from USAA. I am neither a veteran or a family member of a veteran, as well as this letter was sent to my parents address not my legal address. I will attach a picture of said letter as well. On the same day I called 4 different USAA customer support lines in an attempt to resolve the issue. On the fraud line I was on hold for 90 minutes of the 180 minute wait time before the call just dropped. This also happened with similar results on 2 more of the 4 customer service lines I called in an attempt to report this fraudulent account. On the XXXX of XXXX I recieved 4 more letters from USAA stating the newly opened account has been overdrawn by more then {$400.00} combined between the letters and that I am to settle this amount as soon as possible or they will close the account ( which is not mine ) and report my debit to a collection agency. This time I called a number on said letter, listed as a customer support line, I spoke with a XXXX twice and a XXXX once, both very insistent on getting my full account number ( which I don't have because I don't have an account with them ) or my full social security number ( which I refused to give over the phone ). They both ended up " transferring '' me, resulting in a 2 hour hold period ending in a dropped call at the 140 minute mark. I called the fraud line again this morning to hear there is an 8 hour wait to speak with someone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29485
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022 I was a victim of scammers who posed as USAA representatives to access my account. I immediately contacted USAA and they immediately refunded the money to my accounts and issued me new debit cards for my checking and savings accounts. I received my cards and thought everything was fine until I attempted to do a mobile deposit and was not allowed. I then called USAA and was told a ridiculous hold time of 3 hours on the automated phone system. So I reached out via USAA members chat on line. I was informed that it may take up to 3 days for the fraud department to put my account back to normal. Today is XXXX XXXX and my account is still frozen and I cant reach anyone at USAA to discuss this and I can not access my money. There is no branch to go into because this is an online credit union. They have blocked my calls from coming through because the account is flagged.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20720
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: There is an account that appeared in XXXX from USAA on my XXXX report. Just XXXX. I originally disputed it with them. It came back as verified as mine. I contacted USAA they couldnt find this account or ANY account in my name and Social Security in their records. They said " we cant send you anything that says this isn't yours since we are not reporting anything under your identifiers '' you will need to dispute this with the bureau again. I did. It was then removed. It remained off for months. Then reappeared. I once again disputed this with XXXX and was told its been verified as yours. How? Where is the proof. They have to provide me a copy of the lease/loan agreement with my signature, or credit app something! Nothing. Neither them or USAA has ever done so. They just keep making this account reappear at will. It costs me XXXX XXXX points each time this appears. Its causing me financial devastation since I have NEVER had a late payment in my life or a collection account. Just this account that isn't mine appear and disappear. This has to be removed in full by XX/XX/XXXX at that point the debt is 7 years past the time whoever had this would be out of the statute of limitations. I shouldn't have to wait 3 more months for this to happen naturally since its NOT MINE!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-04
Issue: Other service problem
Subissue:
Consumer Complaint: USAA decided to sell off their investment banking business to XXXX XXXX. In the course of the transfer, my IRA was converted from to a standard brokerage account, which triggered a letter from the IRS. Apparently, USAA hired a company called " XXXX XXXX XXXX, XXXX '' to do all of this clearing and at some point, the account was converted to a brokerage account, which might have created a taxable event. The process is still ongoing but because of USAA 's actions, I will now be forced to spend numerous hours correcting their mistake.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31088
Submitted Via: Web
Date Sent: 2022-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022 someone transferred XXXX dollars from a new USAA checking account to an old USAA checking account. The XXXX XXXX transfer was unauthorized. I created a new USAA checking account after a so-called " spoof '' attempt that occurred on XX/XX/2022.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37040
Submitted Via: Web
Date Sent: 2022-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-04
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/22 while at a XXXX XXXX making an XXXX return I was in need of another label in order to ship back my return. I was told to call XXXX Customer Service which I goggled and called the number that popped up EXCEPT THIS WASNT XXXX CUSTOMER ASSISTANCE. It was a SCAM company impersonating XXXX, which to this day is still on goggle if you XXXX XXXX Customer Service that will tell you they have a new process in which to refund you but you must download this app ( called XXXX ) in which they took over my cell phone and went into my credit union account XXXX and performed 2 transactions ( {$440.00} and {$490.00} ). I immediately contacted USAA ( my credit union ) and reported the incident was told they would restore the money while they investigate which they did not do. After several weeks of delays and following up on the status, I was told they denied to refund me and concluded the investigation due to : Multiple USAA system security log/records. Per the denial letter I requested the documentation used to come to the decision and after weeks of waiting received the letter quoting the above statement instead of including the documentation used to deny refunding the monies stolen from my account. My biggest complaint is I know they refunded customers for this exact fraudulent act so why was I denied. I also reported this incident to XXXX ( yet the phone number still comes up in a search to defraud other people ), I reported the incident to XXXX and the FTC where I have a case registered as well as XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77406
Submitted Via: Web
Date Sent: 2022-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A